VIP Service Representative

Downstream Casino Resort•Quapaw, OK

9h•Onsite

About The Position

This position is responsible for providing exceptional service to VIP guests within the casino environment. The role involves managing reservations, analyzing guest play to establish comp profiles, and ensuring the privacy and confidentiality of VIP information. The VIP Service Representative will also handle guest inquiries, process charges and comps, and engage in telemarketing efforts to promote casino events and offers. Additionally, the role supports the Player Development (PD) department with event distribution, on-site assistance, and data entry into the CRM system. Compliance with department policies, reporting unusual events, and responding to emergencies are also key aspects of the job. This is a non-commission hourly position.

Requirements

Must be a minimum of 18 years of age or older upon employment.
High school diploma or its equivalency required.
Must have proficient computer skills.
Must possess excellent written and verbal communication skills.
Ability to write routine correspondence and to speak effectively to the public, team members and players.
Ability to define problem; collects data; establish facts and draw valid conclusions.
Must have the ability to deal effectively and interact well with our customers and employees.
Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner.
Must be able to be approved for and maintain a valid gaming license.
Must be able to read, write, speak, and understand English.
Must be able to respond to visual and aural cues.
Work nights, weekends and holidays as required.
Employment is contingent upon a favorable outcome of a background investigation and drug screening.

Nice To Haves

Strong phone sales ability is a must for this position.

Responsibilities

Exhibits a professional demeanor, outgoing, friendly personality, and willingness to assist VIPs as requested.
Analyzes casino play and establishes comp profiles for guest reservations.
Processes all reservations and requests from guests, or hosts, including spa and golf reservations.
Enforces the privacy of VIPs and limits requests for information about such guests in accordance with DCR policies.
Ensures confidentiality of all casino information.
Responds to guest inquiries and provides information for all casino events and promotions.
Ensures charges, credits, and comps are posted to individual guest folios.
Receives in-bound calls in response to various mailings and invitations.
Books Slot Tournament reservations and other PD events as requested by Director of PD or the PD Manager.
Assists PD Department in distribution of tickets for shows and events.
Assists PD Department at all PD Events.
Telemarketing to Hosted players to invite them to various PD and Marketing events, strong phone sales ability is a must for this position.
Distributes reports as requested to various departments.
Assists the Host and PD Manager in entering information into the CRM system as needed.
Complies with department policies, procedures, and standards.
Notifies Supervisor, and/or Security of all unusual events, circumstances, missing items, or alleged thefts.
Responds to emergency situations as necessary.
Performs all other job related duties as requested.